Who We Are

At WSP, we are driven by inspiring future-ready pioneers to innovate. We’re looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines. To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life. We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure. This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming and equitable work environment. Anything is within our reach and yours as a WSP employee. Come join us and help shape the future!

WSP is currently initiating a search for a full-time Workforce Analyst for our Louisville , KY office.

The Workforce Analyst is responsible for assessing, reporting, providing recommendations and executing all workforce management tasks, including resource planning, effective strategic and tactical forecasting to ensure accurate scheduling of resources to meet performance criteria, manage rosters and data in real time to ensure efficient staffing throughout the day shifts, generating and overseeing schedules and schedule adherence, preparing and distributing intra-day operational and client reporting.

Use of WFM system

Track, analyze and report performance

Control employee information changes

Develop scheduling process for the different work divisions

Responsible for day to day evaluation of call center schedules and resource planning

Regular monitor call flow trends to identify existing roster inefficiencies and produce optimize solutions for meeting service levels

Address staffing as it pertains to occupancy

Periodic analysis to check performance and suggest timely improvement

Monitor workforce management system and enhance reporting capabilities to deliver analysis on adherence/compliance to schedules.

Develop labor schedules to meet contact volumes and service levels.

Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams.

Perform other duties and assignments as directed

CANDIDATE QUALIFICATIONS

One year of call center experience in workforce management

Ability to effectively communicate with multiple levels of managements

Strong analytic skills

Able to produce analytical reports

#LI-JB3

Additional Requirements

• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Additional Details

• Travel Required: N/A - No travel required
• Job Status: Regular
• Employee Type: Full
• Primary Location: LOUISVILLE - LINN STATION RD
• All locations: US-KY-Louisville

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper. www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.